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right people 52 right attitude Our philosophy is to hire the right people, put them in a job which allows them to do their best work, stick them with a great manager and then get them to understand where the company is going. If you get those things lined up, then you get a fantastic chance of delivering great customer CUSTOMER EXPERIENCE experience. So we work extraordinarily hard at that. Steve Harvey, Microsoft Director of People, Profit and Loyalty. (Great Title ) Getting the right people is critical to any organisation. You do not achieve success without it. A lot of people say that people are their greatest assets. Wrong. The right people are your greatest assets. As Southwest Airline say ‘always hire on attitude first’. The wrong person can totally ruin your customer experience. RIGHT PEOPLE The starting point for all employees is a fit with your brand values, then with frontline employee attitudes followed by role specific needs. So many organisations do it the other way round. Also be willing to rectify mistakes quickly when you get it wrong. You can teach people skills. Ensure role profiles for recruiters articulate attitudes as well as skills and tasks. Induction and orientation need to clearly communicate to people why they were chosen for the role and the importance of their attitude.